Role: Dynamics 365 Contract Center Technical Lead

Location: Sydney, Australia

Role Summary

- The CommSec Contact Centre Modernization program aims to modernize customer service operations through Microsoft Dynamics 365 Contact Center. The engagement covers omnichannel interactions, AI-assisted operations, workflow automation, enterprise integrations, advanced case management, secure deployments, and engineering quality across in office and offshore teams.

- Technical Leadership and Solution Architecture
- Lead the architecture, technical design, and implementation of Microsoft Dynamics 365 Contact Center solutions.
- Define scalable, secure, supportable solution patterns aligned with CBA architecture, security, privacy, and compliance expectations.
- Produce and review high-level designs, low-level designs, integration specifications, and technical decision records.
- Identify technical dependencies, non-functional requirements, delivery risks, and mitigation actions early in the lifecycle.

- Dynamics 365 and Contact Center Delivery
- Lead configuration and customization of Dynamics 365 Customer Service and Contact Center capabilities.
- Design omnichannel engagement, intelligent routing, queues, agent workspaces, case management, and email servicing workflows.
- Implement workflow automation using Power Automate and Dataverse.
- Guide AI-assisted service capabilities and support troubleshooting of complex platform issues.

- Azure and Enterprise Integration
- Design secure integrations using Azure Functions, Logic Apps, API Management, REST APIs, and Microsoft Graph where applicable.
- Develop or guide custom components using C#, .NET, JavaScript/TypeScript, plug-ins, and Dataverse extensibility.
- Ensure sound authentication, authorization, role-based access control, logging, resiliency, and error-handling patterns.





- Client Engagement and Delivery Coordination
- Act as the primary on-site technical liaison between CBA stakeholders and the offshore delivery team.
- Lead architecture reviews, discovery sessions, technical workshops, solution walkthroughs, and escalation discussions.
- Translate business requirements into implementable technical specifications, estimates, delivery plans, and acceptance criteria.
- Coordinate sprint delivery, testing, release readiness, deployment, defect resolution, and stabilization across teams.
- Mentor engineers and perform design and code reviews to maintain engineering standards.

- DevOps, Quality and Performance
- Support CI/CD pipelines, solution lifecycle management, environment strategy, and controlled deployments for Dynamics 365 and Power Platform.
- Collaborate with QA and performance teams on automated testing, load testing, monitoring, and performance optimization.
- Ensure production readiness through traceability, operational documentation, support handover, and measurable quality gates.

- Mandatory
- 12+ years of overall IT experience, including senior technical leadership responsibilities.
- 5+ years of Microsoft Dynamics 365 / CRM experience, with strong Dynamics 365 Customer Service expertise.
- Practical delivery experience with Dynamics 365 Contact Center or Microsoft CCaaS.




- Proven experience designing complex enterprise integrations and leading architecture decisions.
- Experience coordinating distributed on-site and offshore delivery teams.
- Excellent written and verbal communication, including the ability to engage senior business, architecture, security, and engineering stakeholders.

- Preferred
- Australian banking or financial services delivery experience.
- Contact center transformation, omnichannel or customer service modernization experience.
- Experience with Copilot Studio, conversational AI, or AI-enabled customer service.
- Understanding of Australian financial services security, privacy, operational resilience, and regulatory expectations.
- Relevant Microsoft certifications, such as Dynamics 365 Customer Service Functional Consultant, Power Platform Solution Architect, or Azure Solutions Architect Expert.

- Leadership and Behavioural Competencies
- Executive-level communication and structured technical storytelling.
- Ownership, decisiveness, and proactive risk management.
- Ability to facilitate workshops, resolve ambiguity, and build stakeholder alignment.
- Strong analytical troubleshooting and root-cause analysis.
- Coaching and mentoring of architects, developers, and test engineers.
- Ability to balance delivery speed with security, quality, maintainability, and operational readiness.

- Expected Deliverables
- Solution architecture and technical design documentation.
- Integration architecture, API specifications, and security design inputs.
- Technical workshops, solution walkthroughs, and architecture review outcomes.
- Code/design review findings and engineering standards guidance.
- Release readiness assessments, risk logs, and technical escalation resolution.
- Operational documentation, knowledge transfer, and support handover.

📌 Dynamics 365 Contact Center Technical Lead (Sydney)
🏢 ALOIS Australia
📍 Sydney